CCNG

AUGUST 21, 2020

During a recent member town hall Pam Plyler of The Northridge Group led a discussion around the changes and successes contact center leaders have shared with her as they decide how to return to customer support operations. Listen below to Pam’s 7 minute kickoff talk during a recent CCNG town hall event.

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Customer Care CCNG outsourcing Contact Center 195

CCNG

SEPTEMBER 3, 2020

Vicki Brackett has been leading both virtual/work-at-home and brick-and-mortar contact centers for over twenty years. In 2001, after managing her first virtual contact center, Vicki realized that different leadership strategies and tools were needed for the at-home environment.

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Customer Care Gamification Contact Center Management 369

CCNG

OCTOBER 14, 2021

Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?” The whole discipline of customer experience and contact centers have evolved dramatically over the past 10 years. Where do you start?

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Contact Center CCNG Employee engagement Consulting 195

CCNG

NOVEMBER 20, 2024

Successful organizations re-invent themselves to stay current with the times, technology, and desires of their customers. David Reed is a CCNG member and Customer Service and Process Training Expert. Customer Service has always been David’s passion.

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CCNG Consulting Consulting Customer Service 195

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. We will continue to update this contact-center-centric resource as new information becomes available.

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Contact Center CCNG Best practices Government 221

CCNG

FEBRUARY 8, 2023

Jason Mercer-Pottinger was given a seemingly impossible task; take over a Tier 1 contact center from a 3rd-party BPO with no trainers, no supervisors, and no experienced agents while at the same time decreasing costs and improving quality. One hundred and twenty days later they had a perfect switchover with no negative customer impact.

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Service level CCNG Contact Center Healthcare 195

CCNG

NOVEMBER 27, 2024

This post was submitted by Adam Boelke , a CCNG Academy member who helps fellow members and leaders optimize call center performance and establish a culture of engagement that drives bottom-line results.

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CCNG Employee engagement Call Center Management 195

CCNG

DECEMBER 18, 2024

David Reed is a CCNG member and Customer Service and Process Training Expert. Customer Service has always been Davids passion. He began Customer Centered Consulting Group over 20 years ago to help organizations of all types improve their effectiveness. Be that person! Be a difference maker!

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CCNG Consulting Consulting Customer Service 195

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task.

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Consulting Consulting Contact Center Gamification 195

CCNG

JULY 11, 2020

In less than 90 days the world changed and customer care changed with it. Organizations, customers and staff are unsettled. However, for many contact centers it’s now time to focus on the new path forward. Tapping into these shared experiences and professional relationships is how good contact centers get better!

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CCNG Benchmark Contact Center Customer Care 195

CCNG

SEPTEMBER 6, 2023

We all know that many jobs are filled by networking, especially true in contact center, customer care and customer experience leadership positions. Pat has a background in both executive search and contact center management going back to 1986.

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CCNG Marketing Contact Center Customer Care 195

CX Global Media

SEPTEMBER 10, 2018

Contact centers are built on processes and systems that need to be managed and led. At the Coca-Cola Consolidated Contact Center in Charlotte, North Carolina their employee engagement system consists of five teams that make for a special formula. Who just hosted a fantastic event with CCNG.

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Employee engagement CCNG Contact Center Education 185

CCNG

AUGUST 10, 2022

Recently, I had the opportunity to sit down with Mindy Lentz, Director of Customer Care at Hilton, to discuss the crazy world of travel today. Contact center agents, especially those in hospitality, are on the front lines of the Mad Max world of travel we live in today. How can we help those agents?

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CCNG Contact Center Customer Care Surveys 195

CCNG

JULY 10, 2020

I've interviewed numerous executives on the topic of leadership in the contact center. Within the contact center industry it is so important because most of us don't plan to start out as contact center leaders. This typically develops over a period of time. And mentoring for me is really key.”.

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CCNG Contact Center Customer Care Customer Service 195

CCNG

JUNE 3, 2021

The “good” is headlined by cutting the total cost of ownership in a contact center, and outsourcing can make good sense, but the “bad” comes with a price. The outsourcer would not share its process and technology solutions to better the entire customer care network.

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outsourcing CCNG Government Customer Care 195

CCNG

NOVEMBER 16, 2022

With the right approach, improved customer experience can also dramatically reduce operating costs. Customer centricity and transformational cost reduction can be realized through a passionate focus on the end-to-end experience and breaking through all of the barriers that stand in your way!

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

DECEMBER 8, 2022

Company Shifts Call Center Operations With a Focus on Guest Experience Call center operations have seen a dramatic shift for Hyatt Hotels Corp. She said Hyatt is a company that is focused on empathy both for its employees and guests, and that standard of care has to carry through all interactions.

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Call Center CCNG Customer Care Engineering 195

CCNG

NOVEMBER 9, 2022

Maintaining connectedness within a contact center has always presented unique challenges. For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems.

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Gamification Customer Experience CCNG Employee engagement 195

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. Employees and gig workers are harder to retain, and the job of the customer-facing agent is getting more complicated and stressful. Customer phone calls cost the company more money.

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Management Average Handle Time Self service CCNG 195

CCNG

MAY 30, 2024

Dan is regular CCNG contributor, an experienced contact center industry speaker and thought leader with a high level of expertise in workforce management, contact center operations, strategic thinking, project planning and data analytics.

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Abandon rate CCNG Average Handle Time Contact Center 195

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. What's a leader to do then?

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Morale Contact Center CCNG Agent burnout 195

CCNG

OCTOBER 6, 2020

As a consultant Kerry Meyer is a CCNG Academy member helping members by sharing experience and knowledge in contact center and customer care. I knew then that the investment I made towards becoming a good virtual leader had paid off.

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CCNG outsourcing Surveys Coaching 195

CCNG

JUNE 14, 2023

By understanding the building blocks of emotional connection, implementing strategies to enhance customer experience, and measuring the impact of your efforts, you'll be well on your way to harnessing the power of emotional connection for your business.

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Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

MARCH 26, 2025

As a customer experience leader, you pour your energy into creating better interactions, improving satisfaction scores, and generally making life easier for customersonly to feel undervalued, underappreciated, and, frankly, under-resourced. Weve all been there.

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Metrics Finance Upselling Engineering 195

CCNG

JANUARY 15, 2025

As we enter the final month of 2024, its time to face a tough truth: the playbook that got us here wont get us where were going. For decades, organizations have clung to the comfort of best practices, those tried-and-true methods that promise safe results. But lets be real.

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Best practices Engineering Technology Personalization 195

CCNG

OCTOBER 19, 2022

56% of CEOs and 66% of top managers are involved in Customer Experience activities according to the employees. Lumoa , 2018) Only 13% of companies believe that HR has an impact on Customer Experience activities in the company. Forrester, 2018) 90% of customers prefer to talk to a live service agent over a chatbot.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.

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Contact Center CCNG Morale Coaching 120

CCNG

FEBRUARY 26, 2025

Improving the performance of a contact center doesn’t have to break the bank. Drawing on years of research and insights, here are six practical, proven strategies”Can Dos”that will enhance your contact centers impact on the business, customers, and employees.

Best practices 195

Best practices Contact Center CCNG Telecommunications 195

CCNG

JANUARY 8, 2025

If doing the same thing led to a different outcome, the current contact center concept and setup would still be wildly successful. Instead, CX leaders are beset with challenges on all fronts, from labor to customer expectations and legacy tech. phone, chat, email) operates in silos.

Contact Center 195

Contact Center CCNG Enterprise Technology 195

CCNG

JANUARY 22, 2025

Kathryn Jackson is a contact center industry veteran, a long time CCNG member, regular contributor in CCNG member programs and events, and the Co-Founder of ResponseLearning Corporation, a consulting company devoted to making the complex simple for contact center professionals.

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CCNG Call Center Contact Center Construction 195

CCNG

NOVEMBER 6, 2024

Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events.

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Employee engagement CCNG First call resolution Engineering 195

CCNG

FEBRUARY 12, 2025

Agent Empowerment: A contact center equipped agents with better tools to handle recurring issues, reducing repeat calls by 30%. Examples of Value Force Multipliers in Action: Policy Update: A retailer revised its rigid return policy after repeated complaints, cutting negative feedback by 40%.

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Agent Empowerment Metrics Contact Center Wait times 195